Director of Operations and Compliance
Provided leadership to a team consisting of over 100 employees within all areas of the company. Produced comprehensive employment services reports. Oversaw all aspects of quality control focused on minimizing errors. Created and executed account management strategies with clients that encompassed sales and marketing tactics.
Established and managed the project/program management office (PMO) function for the entire enterprise, which included defining practices, governance standards, processes and metrics. Introduced change and risk management controls. Worked together with IT, business leadership and other key stakeholders to identify opportunities and prioritize projects. Oversaw business case development by providing direction to project/program managers. Interacted and consulted with customers on a continual basis, proactively.
Ensured the timely delivery of all projects within portfolios and programs, meeting budgetary and quality requirements. Sought and discovered opportunities for new products and services to maximize cross selling. Optimized the company’s visibility by participating in numerous industry-related functions including committees and business groups. Established rapport with prospects and leveraged effective two-way communication skills to understand customer needs and requirements.
·Exceeded estimated timelines in preparing for ISO 9001:2000 implementations, which was achieved in 1 year (average time is 2 years).
·Spearheaded all efforts for ISO 9001:2000 including completing over 10,000 work instructions and appropriate documents for auditing purposes.
·Reduced errors by over 40%; developed a daily process for employees to perform functions and maintained all audits with 100% outcome.
·Made the strategic recommendation of replacing all external vendors to reduce costs based on volume, which was accepted and adopted.
·Honored with the NAPBS (National Association of Professional Background Screeners) Committee Chair Award for the Ethics and Accreditation Program.
Received the Leadership and Strength Award for outstanding performance